MultiChoice Africa / DSTV —Multichoice Contact Centre is ***********.

I have called in twice regarding the same issue with an explorer decoder which gives an error when trying to access PVR functions.

The 1st time( 13721) I spoke to Zimkitha who gave me troubleshooting steps, which did not work, 2nd time(14721), I spoke to Naledi who was extremely useless and offered me no assistance at all, both times I mentioned I am calling on behalf of my Parents who are pensioners, and yet Naledi saw it fit to just take the ID number and proceeded to keep me on hold for 27 minutes and 13 seconds before I dropped the call, and Naledi did not even bother to call back.

I am truly appalled by the level of service I was offered, and I am still without any resolution, and as a Customer Service Representative myself for one of the top brands internationally, I can't help but wonder if Multichoice has a QA department that holds these agents accountable, because I can't understand how they can keep a customer holding for this long without even coming back to the customer, to explain the long hold time, I also don't understand why I was kept on hold to begin with, because there should be clear notes on their system, and also why would Naledi keep me holding for that long, for a technical issue, clearly the Customer Service Department is in the pits if this is how customers are treated.

My parents are old, and do not have smart phones to access the self service portals, it is so unfortunate that this is the treatment they are getting, when they have a package which costs them more than R600, which they have to take from their little pension money, but they get no respect from Multichoice????????